Fin AI Agent is a key part of your whole automation solution. It can be powered by AI-generated answers and your own Custom Answers to work seamlessly with your human and automated support.

It’s best to use Custom Answers where you want highly structured responses. These allow you to control the answers for some questions with more specific wording, formatting, or follow-up actions. They don’t rely on information being held in a public knowledge base and can be very specific to the target audience.

Custom Answers are disabled by default, and need to be enabled from the Fin step within your Workflow by selecting Use Custom Answers under "Control content sources".

A customer wants to remove the watermark from their project before exporting it. However this is only possible on a paid plan. A Custom Answer could be set up to answer and support customers on different plans.

Using Branches, Fin would check if the customer was on a Paid Plan and then take them down a path which uses a Product Tour to show them how to remove watermarks.

If the customer was on a Free Plan, the answer could take them down a different path which gives them a link to their Plans & Pricing article. This applies a rule where if they viewed the article it tags the conversation with ‘Upgrade’ to flag that this customer is interested in upgrading their plan.

And if Fin can’t find out if their plan is free or paid, it’ll use the fallback option ELSE to show the customer an article using the Article Inserter app which explains how to remove watermarks.

At the end of the Custom Answer, you can choose what happens once the answer is finished.

Fin will send the standard reply buttons “That helped” or “Talk to a person” (or your customized options).

Fin’s involvement in the conversation will end and it will trigger the handover option you’ve chosen.

If you’re using Fin in a Workflow it will go down the path you’ve configured after “Talk to a person”.

You can also choose to configure additional follow-up actions to be triggered when the conversation is passed to a teammate.

Fin’s involvement in the conversation will end and the customer will be guided through the ticket creation process.

Fin will mark the conversation as a confirmed resolution, and close the conversation at the end of the Custom Answer.

Use the “End answer” option if you want Fin to continue answering other questions, either using Custom Answers or AI Answers. For this, you will need to ensure you have added an extra message at the end of the Custom Answer that prompts the customer to ask another question.

You can also choose this option when you want to add a reusable workflow to the end Custom Answer without having to use one of the existing Custom Answer ending options.

Fin AI Agent will prioritize Custom Answers over its AI Answers, so they will trigger at the start of a conversation if:

When Fin AI Agent is configured to use both Custom Answers and AI answers, if a customer sends multiple messages that would trigger the same Custom Answer, we only send the Custom Answer the first time it matches. Subsequent times we try with AI answers instead. This is to avoid customers being stuck getting the same Custom Answer for their problem after asking multiple times.

Custom Answers can also be used to suggest relevant answers either before or while a customer starts typing in the Messenger (only on Web, iOS, and Android).

When these are enabled, Fin AI Agent will begin to suggest answers until the question doesn’t match any Custom Answers you’ve set up, or the customer doesn’t match the audience rules for those answers.

If you only have Custom Answers enabled (and not AI Answers) and none of your Custom Answers match the customer's question, Fin AI Agent will send article suggestions from your Intercom Help Center instead.

If you have a Workflow that starts from new conversations, and a customer matches its filters, suggested answers will not be shown. The first message in the Workflow will be shown, and reply buttons will display for a customer to choose from.

If the customer doesn’t choose a path, and begins typing a question, suggested answers will appear based on the content of their message. If the customer clears their input, the Workflow reply buttons will be shown again.